A. The technology resulting from a broad field of computer development, on which the help desk bases its decisions for process change.

B. The basic architecture of a help desk and its systems that determine how it functions.

C. The management structure of information flow, processes, and systems that are controlled by the help desk.

D. The combination of services, technology, processes and practices that culminate in a help desk's mission statement, and that act as the basis for creating SLAs.